The Avaya Call Center provides a total solution for your sales and service needs. Building on the performance and flexibility of the DEFINITY® Enterprise Communications Server, you can select from a powerful assortment of features, capabilities, and applications specially designed to enhance call center operations.

The Avaya Call Center solution is built upon innovative automatic  call  distribution  (ACD)  technology  that offers  a  suite of call routing capabilities designed to help your agents handle calls more effectively and to boost you r call center's  overall level of productivity. You can choose whether  calls will  go to  the  least busy agent, the first available agent, or the agent with the skills needed by a particular customer.

An  Avaya  Call Center solution supports up to  5,200 agents  and provides a powerful array of features you can tailor  to your  individual needs.  For multiple call center locations, virtual routing helps you balance call loads across  your  locations  with  tools  to  analyze demand and direct each call to the location best able to  handle  it — for example, based on  call  volume, waiting time in queue, or the time of day. By creating this  "virtual"  call center  environment, you  can help your agents or call centers share the workload during your busiest times, or, if you have centers in different time  zones  o r countries,  effectively  extend  your operating hours. 
 

The call routing technology provided by Avaya Call Center  also allows you to create specific routing   programs  using  the  call   vectoring capability. Call vectoring enhances automatic call distribution  (ACD) operation by letting you fine-tune your call routing to balance call loads to help improve customer service. It allows you to  dynamically adjust  how calls are routed to each split or the  entire  call center, based on parameters,  such as the time of day, day of the week, number of agents, number of waiting calls, time in  queue,  or speed  of  answer. In addition, call vectoring supports a wide range of  options  that use  information about your caller such as Automatic Number Identification (ANI) and Dialed Number Identification Service
 (DNIS) — supplied  by  inte lligent network services  or  by  the  callers themselve s— to route calls to the most appropriate destination.

Avaya  Call Center  is  fully integrated with the Avaya  INTUITY™  AUDIX®  voice messaging system  and the  Avaya™ Interactive  Voice Response system, as well as the entire suite of Avaya Customer Relationship Management products. 

Your  total   enterprise   telecommunications solution begins with the DEFINITY Enterprise Communications Server  infrastructure.  With that  foundation  in place, your company  can build  its ideal  system using the applications that can meet its specific requirements.